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Notified seller via Instagram for damage - no refund or replacement
HalSmith
Posts: 2 Newbie
Hello,
I bought a new bed from a company that mainly advertises their business through Instagram. However, when we received the bed we noticed that it had been damaged in transit. We contacted the company via Instagram (which is how we had already been communicating for delivery etc) and notified them on the same day that it had been damaged. We even sent a full description with photo evidence. They responded to ask if we could drop them a complaint to their email address. We did this a few days later only to find out that we had now emailed them too late (their terms says to notify within 72 hours) and they would not replace the damaged goods or offer any sort of reasonable refund!
We have now responded to them multiple times to say that we had notified them via Instagram on the day of delivery and followed up with an email. However as the email came technically after 72 hours (which they never mentioned) they are refusing to do anything further.
We are now stuck with a £500 bed that we cannot use and cannot return!
Have we got a leg to stand on here for a Consumer Rights letter to them?
Thanks!
I bought a new bed from a company that mainly advertises their business through Instagram. However, when we received the bed we noticed that it had been damaged in transit. We contacted the company via Instagram (which is how we had already been communicating for delivery etc) and notified them on the same day that it had been damaged. We even sent a full description with photo evidence. They responded to ask if we could drop them a complaint to their email address. We did this a few days later only to find out that we had now emailed them too late (their terms says to notify within 72 hours) and they would not replace the damaged goods or offer any sort of reasonable refund!
We have now responded to them multiple times to say that we had notified them via Instagram on the day of delivery and followed up with an email. However as the email came technically after 72 hours (which they never mentioned) they are refusing to do anything further.
We are now stuck with a £500 bed that we cannot use and cannot return!
Have we got a leg to stand on here for a Consumer Rights letter to them?
Thanks!
0
Comments
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How did you pay for the item?You keep using that word. I do not think it means what you think it means - Inigo Montoya, The Princess Bride0
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We paid on their website via debit card0
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https://www.moneysavingexpert.com/shopping/visa-mastercard-chargeback/
In future use a credit card for purchases over £100 as then you'll get S75 protection which is far stronger than chargeback.0 -
If it's broken it's broken, they can't make up their own time limits for notifying them of damage.0
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Tell them they dont know what there talking about,then take to small claims court,its very easy.0
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Send them an LBA (use online templates) and attach screen shot from Instagram. E-mail AND post it to them. Give them 14 days to respond, if no luck do a moneyclaim.0
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